Now more than ever, marketers have a variety of new and traditional options in their toolboxes. In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.
http://customerthink.com/the-evolving-scope-of-b2b-marketing-its-all-about-customer-experience/
More exposure, increased in sales, a bigger customer base and more employees… I think we can all agree that growth is the one thing all small businesses (or SMBs) strive for. However, with this growth also comes the need for better organisation skills and more streamlined processes within your business. This is where a CRM software becomes your best friend.
https://mopinion.com/best-crm-software-for-small-businesses-smb/
Let’s be honest – no one wants to lose customers. In fact, high customer churn rates are the absolute worst nightmare of just about every webshop owner. Interestingly enough, the reason these churn rates get so high in the first place is because these same webshop owners are unable to locate or identify the source of the problem. This is a huge mistake to be making – especially when we look at the figures. According to the book Marketing Metrics, ‘the probability of selling to a new prospect falls anywhere between 5 and 20% whereas the probability of selling to an existing customer is somewhere between 60 and 70%’! So what can your company do to get back on track and start reducing customer churn?
https://mopinion.com/lower-customer-churn-rates-digital-feedback/
How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality assurance purposes,” another five minutes drag by before you’re finally talking to a human being.
By this time, you’re frustrated and exhausted, and you wonder how any company concerned with “quality assurance” could put you through such an obnoxious ordeal.
This is an example of an awful user experience (UX) – from its clunkiness and inefficiency to its total lack of regard for the customer’s time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) – how customers engage with a company over the entire duration of their time using its products and services.
http://customerthink.com/why-you-should-be-thinking-about-ux-and-cx-differently/
Customer experience is a key driver of business success. From social media analytics to specialized software, there are hundreds of tools devoted to measuring it. But which of these tools are actually important to understanding customer experience? And how does customer experience ultimately affect your bottom line?
https://www.businessnewsdaily.com/10643-understand-customer-experience.html/
The business of customer experience
Think about the last great customer experience you had.
Now, try to pull out all of the little details about that experience that made it great.
Customer experience is a fuzzy concept. As consumers, we can quickly name multiple different companies with great customer experiences, but struggle defining exactly what components make each experience exceptional.
https://uxplanet.org/how-to-run-a-customer-experience-design-workshop-in-your-organization-f70af760ac89/
The Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.
Can you guess what the most exciting opportunity for a business is?
If you guessed ‘customer experience’ (or CX), you guessed right.
https://www.superoffice.com/blog/customer-experience-strategy/
What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so. Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.
https://www.mckinsey.com/business-functions/operations/our-insights/the-ceo-guide-to-customer-experience/
Digital customer experience technology has changed dramatically in the last four or five years. In 2014, in its first Digital Experience Platforms (DXP) Wave, Forrester cited three core capabilities which set DXPs apart: content, commerce and data. In its third Wave on Digital Experience Platforms in 2017 (fee required), Forrester named eight core components: content, marketing, commerce, service, analytics, customer data, personalization, and development and operations.
https://www.cmswire.com/digital-experience/how-digital-customer-experience-software-has-changed-in-5-years/
Marketing’s goal used to be pretty straightforward: build a pipeline of qualified leads to hand over to the sales team. The model changed a little bit depending on the audience and the vertical, but essentially marketing material and actions, from awareness level to consideration, were used to build a pipeline.
https://www.cmswire.com/customer-experience/why-marketing-needs-to-drive-the-entire-omnichannel-customer-experience/
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